Improving customer value by applying predictive models, segmentation, experimental design, and strategy optimization.
Experienced customer management and analytics consultant with more than 20-year track record of improving profitability for some of the largest US and international firms by applying data mining, predictive modeling, customer segmentation, experimental design, and other analytical tools. Thought leader for Business Intelligence (BI) and analytical Customer Relationship Management (CRM) in the areas of marketing, retention, customer care, and credit/collections.
Prior to founding Zankman Solutions, Mr. Zankman served as Head of Analytics Practice Area, Coordinator for CRM Knowledge Center, and Senior Subject Matter Expert at American Management Systems (AMS), a global business and IT consulting firm. In his 12 years at AMS, he crafted marketing and retention strategies, developed credit policies, and optimized customer service operations for large telecommunications and financial services clients.
Before AMS, Mr. Zankman worked for Bank of America as an Operations Research Consultant, developing customer management strategies, setting credit and marketing policies, and optimizing customer-facing operations. He created and implemented behavior scoring models to segment customers, and managed staff responsible for monitoring and validating all predictive models used for marketing, customer acquisitions, and risk management.
Mr. Zankman has given numerous presentations at major industry conferences related to CRM and customer analytics. He has authored several white papers and thought leadership articles, including a Gartner publication on customer loyalty. He has also conducted predictive modeling workshops at the IBM Innovation Center in Silicon Valley.
Haas School of Business, University of California at Berkeley, M.B.A., Marketing/Finance
Massachusetts Institute of Technology, B.S., Physics